The Hotel's Exploited Market and Target Market

for the state, creating jobs for hotel staff and related individuals, creating a classic look for the city, meeting the needs of tourists for rest, entertainment and travel.

Company mission:

Hotel business and tourism services and products: Bedrooms, meetings, representative offices.

Domestic and international travel business Import and export of tourism products.

Specific tasks of the company's organizational structure:

Board of Directors : Headed by the chairman of the board of directors, is the highest level of leadership.

top management of the company

Board of Supervisors: Oversees the company's overall operations, business performance and financial situation.

Director: Is the person responsible for the legal entity of the enterprise, strictly complies with the legal policies and regulations of the state, outlines and organizes the implementation of the business strategies and policies on the hotel's operational plan, continuously improves the economic efficiency and social efficiency of the hotel, the company director is responsible for the general implementation of internal and external affairs, organizes staff, leads the salary plan, is in charge of recruiting staff, checks promotions, dismissals and rewards, punishes managers, outlines financial plans and financial planning with the accounting department, and financial planning with the statistics and accounting department.

Deputy Director: Assists the director and discusses work with the director.

Director and represent the director to handle work when the director is absent.

Administrative Department: Performs labor and salary work, administrative management, personnel management, records management, and commendation evaluation.

Reward, discipline, recruit workers according to the requirements of departments and company divisions.

Financial planning department: The function of the management department is to unify capital (working capital and fixed capital). The purpose is to preserve, use and develop that capital. Annually calculate depreciation and review profits to put into the company's funds. This department includes: Accounting, financial accounting, statistics, salary, purchasing, warehouse.

Marketing and Sales Department: The main function is to advise the company director on tourism market work, business incentive policies and measures to attract customers. Research and propose to the company director on the company's business strategy and tactics in each different stage. Conduct market research, promote and introduce the company's products to domestic and foreign travel agents. Aim to attract more customers, maximize room revenue and sell other tourism products and services of the company.

Security department: Responsible for security, order and safety throughout the hotel, preventing social evils, not allowing bad elements into the hotel, checking working hours for employees, ensuring safety for guests' and hotel's property, keeping vehicles for guests entering and leaving the hotel.

Travel Department: Research the market and organize the sale of domestic and international tours to customers, organize and sign contracts to pick up and guide customers to visit tourist destinations.

2.1.3. The hotel's exploited market and target market

In the hotel business, guests are an extremely important factor in deciding the existence of the hotel. Therefore, Saigon Ha Long Hotel always focuses on improving quality, equipping complete facilities and product structure,... creating a good impression to attract more and more guests to come and return the next time.

Currently, the hotel's main market is international guests, accounting for nearly 80%, the rest are domestic guests. Notably, the number of guests attending conferences and seminars at the hotel is large, guests attending domestic and international conferences and seminars, often combining meetings and sightseeing in Ha Long. Thanks to its position and reputation, the hotel has welcomed many high-ranking delegations from within and outside the country. The hotel was honored to welcome President Tran Duc Luong, along with high-ranking state officials, and the deputy secretary general of the United Nations who stayed at the hotel during their visit and work in Vietnam. In particular, the hotel served the ASEAN member countries' ministerial conference, with all foreign ministers of ASEAN member countries in 2004. In addition, the hotel also welcomed and served many politicians from other countries in the world. Proving the position and reputation of Saigon Ha Long Hotel is very large, always the hotel chosen to host and organize conferences and accommodation programs.

Domestic guests: Business guests account for 30% of the domestic guest structure. They only go to Ha Long for work or to attend conferences, seminars, or travel. In recent years, Saigon Ha Long Hotel has gained its trust because in recent years the hotel has paid attention to establishing a good relationship with large and long-term customers such as: Agencies, departments in provinces and cities across the country. A number of guests come to the hotel thanks to its famous brand and a stable flow of guests provided by Saigon Tourist travel company, in addition to a number of large domestic travel companies providing a large number of guests to the hotel.

International guests: This group of guests travel for tourism purposes, accounting for 80%, mainly French, Japanese, Korean, Taiwanese, etc. These guests often do not have time restrictions when staying at the hotel, so additional services are more attractive to them than business guests. European guests often stay at hotels at the end of the year and the beginning of the year, and then from February to March, Korean, Chinese and some other countries in the region stay at hotels more.

Table 01. Structure of Saigon Ha Long hotel's guest sources in 2007 - 2008.

Customer type	T ratio
1	France, Korea, Japan, Taiwan	7 0%
2	Vietnam, Overseas Vietnamese, Individual customers,...	2 3%
3	USA, Canada, Southeast Asian countries other	7 %

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( Source: Company accounting department )

In the coming time, the hotel's goal is to carefully research the source of customers, the target customers of Europe, Korea, Taiwan in terms of their preferences, consumption habits, and eating needs to offer high quality products that meet international standards, bringing satisfaction to tourists, especially domestic tourists also need to focus on, this is also the source of customers that will increase in the coming time, the goal of increasing the customer market in addition to providing perfect services, with the service style of a team of professionally qualified staff will be the potential to attract more and more customers to the hotel, contributing to enhancing the hotel's brand and increasing revenue.

2.1.4.Hotel business results.

Table 02: Total revenue of Saigon Ha Long Hotel in 2006, 2007, 2008

Unit: VND

Year

Total revenue
2006	47,754,263,000
2007	49,235,983,000
2008	53,472,861,000

Source: (Company accounting department)

Based on the table of total revenue results of Saigon Ha Long Hotel, from 2006, 2007, to 2008, there are clear and encouraging signs of development, each year always achieves higher revenue than the previous year, revenue mainly comes from room and restaurant business. In 2007, the increase compared to 2006 was about 2 billion VND, in 2008, the increase compared to 2007 was 3 billion VND. These are very meaningful numbers, gradually affirming the strength of the hotel, increasing revenue is also at the same time increasing the position and image of the hotel. It is the business policies and service quality that have promoted the hotel's brand to customers and tourism markets, aiming to attract a large number of guests to the hotel, increase the hotel's revenue, and always set a development plan for the following year to be higher than the previous year.

2.1.5. Human resources and facilities in the hotel

2.1.5.1. Human resources in the hotel.

Most of the products in the hotel are services that the staff directly serve, so in the customer's mind, the staff is the face of the hotel.

The hotel has 240 staff, with an average age of under 30 years old, so they work quite quickly, energetically, enthusiastically, eager to learn and effectively. In general, the hotel staff are all good-looking, so they easily make a good impression on guests. Due to the nature of the work, which requires the dexterity, flexibility and gentleness of women, the number of female staff is large.

larger than male staff. In hotels, departments are always recruiting new staff, transferring departments to rejuvenate the staff, this is an inevitable point in the hotel business.

Most of the hotel staff are trained from the tourism departments of the University of Social Sciences and Humanities, Hanoi Open University, Hai Phong Private University, Quang Ninh College of Culture, Arts and Tourism, Hanoi College of Tourism. The hotel staff all have certain knowledge of hotel business, rules of diplomacy, etiquette, customs, and psychology of some ethnic groups and countries in the region, as well as in the world. In addition, they have the ability to communicate in foreign languages. The main customers of Saigon Ha Long Hotel are international guests, so foreign language requirements for hotel staff are indispensable. All hotel staff are able to communicate in English. For the restaurant and reception departments, staff must also know Chinese or Korean, ensuring the ability to meet the needs of guests.

The staff of Saigon Ha Long Hotel always has a warm and friendly service attitude towards all guests coming to the hotel, regardless of whether they are foreign or Vietnamese, European or Asian guests , and does not show any concern for serving this guest but being indifferent to another. While communicating with guests, the staff in the hotel always try to show a professional service style and respect for customers. The staff in the hotel always serve customers with the motto: " The customer is king " or " Please the guests when they come, please the guests when they go ", " The customer is always right ". Always serve with 4S. Smile, Smart, Speed, Sincerly and consider it a strategy for the development of their business. To improve the quality of its staff, in addition to selecting quality input, the hotel also always improves the skills of employees in each department, sends people to study further, organizes salary increase exams, and periodically improves skills.

Table 03: Labor qualifications of the company

Level	Number (people)
1	University degree	72
2	College degree	67
3	Intermediate level	83
4	Trained worker	18
	Total	240

( Source: Company Administration Department )

2.1.5.2. Technical facilities of the hotel

Lobby and reception area:

The lobby and reception area is the first place guests come into contact with the hotel, it gives guests their first impression of the hotel, this area has an area of 70 m2 and is equipped with:

- 4 networked computers linked to other departments, facilitating quick synthesis of information.

- 2-way air conditioning.

- The telephone helps the receptionist contact departments and can directly go abroad.

- Money exchange counter

- Photocopier

- Wall clocks with time in some countries around the world

- A 29 inch TV that can receive foreign channels.

- Next to the reception desk is the “Impression Lobby bar” to help guests relax when they first arrive at the hotel, next to it is a souvenir shop for visitors. In addition, to create comfort for guests, the reception area is also decorated with many ornamental plants to create a fresh atmosphere.

Accommodation facilities:

Accommodation business is the main business of the hotel, including two areas: Villa area and a 15-storey building, with 228 elegant bedrooms with harmonious equipment and modern amenities, including 21 Villa superior rooms, 02 Villa suites, 88 Superior rooms, 104 Duluxe rooms, 12 Executive Suites, 01 Presidential Suite, especially with Suite room standards, you will be given 01 bottle of Champagne and a free fruit basket in the room.

The rooms in the hotel are all well soundproofed, with no outside noise coming in, ensuring guests have a quiet space to rest and relax. In particular, the President room: 164 m2 , Double bed 2m x 2m, with bathtub

Multi-function standing room, whirlpool bathtub, automatic standing urinal, personal air conditioning, large and private balcony, suitable for high-ranking officials and businessmen. Suite room has an area of 82m2 , double bed, standing bathtub, no

Individual air conditioning (except room 903 and 923), suitable for European tourists. Deluxe room has an area of 41m2 , bed 1.4m x 2m, has bathtub, most are Twin rooms. Superior room has an area of 38m2 , bed 1.2m x 2m, has bathtub, all are Twin rooms.

All rooms in the hotel are designed with sea view, the equipment in the bedroom is guaranteed to be timeless, modern and imported from abroad to meet the quality of a 4-star hotel, the

The harmony and uniformity between colors and equipment creates a cozy and airy space for the room. The main color of the room is light yellow. In each room, there are vases of flowers and paintings of landscapes and people bearing the mark of Vietnam.

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